Patient Experience Business Partner II - Warner Robins
Job Description & How to Apply Below
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
- Ongoing mentorship, development, and leadership programs
- And more
Work Location: Atlanta, GA
- Supports Emory Healthcare inpatient and ambulatory divisions by providing in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement
- Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience
- Leverages project management and human-centered design principles and practices to support moderate-to-complex local and system patient experience improvement initiatives
Strategic Patient Experience Performance Improvement
Provides creative solutions to exceed expectations, create loyal customers, generate positive word-of-mouth advertising, and meet patient experience survey goalsPerforms gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lensCo-designs culture change strategies with stakeholders to achieve organizational goalsPrepares training courses, tools, and presentations to support patient experience strategyIdentifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessionsDrives patient experience improvement programs in partnership with key stakeholdersCollaboration, Integration & Staff Management
Partners with local leadership to engage team members and volunteers for improvement initiativesRounds in clinical areas and provides real-time coachingProvides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysisPerforms rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategiesCollaborates with care teams to integrate patient experiences into ongoing quality improvement effortsCollaborates with interdisciplinary teams to drive patient experience-based improvement initiativesDevelops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellenceActively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experienceMetrics, Data & Patient Experience Reporting
Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groupsContinually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiativesLeads the creation, review, and timely distribution of reports for patient experience accountability and goal settingIdentifies trends, areas of concern, and opportunities for improvement and provides actionable insight for fiscal year improvement goalsCaptures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvementsSubject Matter Expertise and Growth
Demonstrates leadership skills in committees and improvement projects that improve patient experienceParticipates in and initiates research studies, actively pursues publications, and/or national presentations at conferencesAdvises on content for patient-facing communications to improve patient experienceWorks with manager to formulate a plan for personal professional development and identify needed resources for trainingAttends meetings, huddles, and educational in-services as appropriateParticipates in professional activities and organizations to maintain knowledge of current trends, practices, and developmentsProject Management and System Support
Co-designs and executes system improvement initiatives with senior leadershipLeads local patient experience committees and councilsUtilizes project management best practices to support cross-team collaboration and project timelinesUtilizes structured methodologies to analyze local processes and workflows, including, but not limited to, time studies, process observations, and other qualitative and quantitative data collection methodsLeverages process improvement methodologies such as Lean Six SigmaActs as a subject matter expert on patient experience best practicesAdditional Duties…
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